Introduction
When working with AutoDS for your dropshipping operations, you may occasionally encounter unexpected behavior, errors, or loading issues on the platform. Understanding how to identify these problems, apply quick fixes, and know when to report a bug helps you maintain smooth operations and minimize disruptions to your business.
This article provides troubleshooting steps for common platform issues and explains how the AutoDS team manages and resolves bugs when they occur.
What is a bug and why do they occur
Understanding what constitutes a bug helps you distinguish between configuration issues and actual platform errors that require developer attention.
Understanding bugs
A bug is an unexpected behavior or error in the platform that causes a feature to not work as intended. It may affect how data is displayed, how buttons respond, how automations behave, or even cause certain processes to fail.
Bugs are different from configuration errors or user mistakes. While troubleshooting steps can resolve most common issues, bugs require investigation and fixes from the AutoDS development team.
Why bugs occur
Despite rigorous testing, bugs can happen for many reasons throughout the development and operation of the AutoDS platform:
New feature releases: New features may interact with existing systems in unexpected ways, creating conflicts or errors that weren't caught during testing.
Differences in browser, device, or account settings: The platform operates across many different browsers, devices, operating systems, and user configurations, making it impossible to test every possible combination in advance.
Complex user scenarios: Users may combine features or perform actions in sequences that weren't easily predicted in advance, revealing edge cases that need to be addressed.
Bugs are an inevitable part of building powerful and evolving software. At AutoDS, the commitment extends beyond innovation to responsibility, including clear communication about issues, how the team manages them, and what users can expect during the resolution process.
How to identify a potential bug
Knowing how to distinguish a bug from a common configuration issue helps you determine the appropriate next steps for resolution.
If something doesn't seem to be working properly on the AutoDS platform, use these methods to determine whether it might be a bug:
Try basic troubleshooting: Refresh the page, log out and log in again, or try a different browser or internet connection.
Check with other users: If you know others are experiencing the same behavior, it may be a confirmed bug affecting multiple users.
Check the AutoDS Status Page
Before reporting an issue, you can also check the AutoDS Status Page to see if there are any known platform-wide issues or scheduled maintenance affecting the system. The Status Page provides real-time information about the operational status of all AutoDS components and services.
The AutoDS Status Page shows:
Current system status: Real-time overview of all platform components and whether they're operating normally.
Incident history: Details about past incidents, including when they occurred, what was affected, and how they were resolved.
Maintenance schedules: Advance notice of planned maintenance windows that may temporarily affect platform availability.
Status updates: Regular updates during ongoing incidents to keep you informed about investigation and resolution progress.
Tip: If you see an active incident on the Status Page that matches the issue you're experiencing, there's no need to report it separately, as the AutoDS team is already aware and working on a resolution. You can click Subscribe to status updates to receive notifications when incidents are reported or resolved.
Common troubleshooting steps
Before assuming something is a bug or contacting support, there are several quick troubleshooting steps you can try to resolve most platform issues. These solutions address common problems related to browser data, connectivity, or temporary system glitches.
Refresh and reconnect
The first troubleshooting steps address temporary connection or loading issues that can often be resolved with simple actions:
Refresh the page: Press F5 or click the refresh button in your browser to reload the current page.
Log out and log back in: Clear your active session by logging out completely and then logging back into the AutoDS platform.
Try a different browser: Switch from Chrome to Firefox, Safari, or Edge to see if the issue is browser-specific.
Switch internet connections: If possible, try using a different network or switch between Wi-Fi and mobile data to rule out connectivity problems.
Open in incognito or private mode
Opening the AutoDS platform in an incognito or private browsing window helps identify whether browser extensions, stored data, or cached files are causing conflicts. This mode loads the platform with a clean slate, without any stored cookies, cache, or active extensions.
To open incognito mode:
Chrome: Press Ctrl+Shift+N (Windows) or Command+Shift+N (Mac).
Firefox: Press Ctrl+Shift+P (Windows) or Command+Shift+P (Mac).
Safari: Go to File > New Private Window.
Edge: Press Ctrl+Shift+N (Windows) or Command+Shift+N (Mac).
If the issue doesn't occur in incognito mode, it's likely caused by browser extensions or stored data, and you should consider clearing your cookies and cache.
Compare behavior with Help Center documentation
If something doesn't seem to be working properly, check whether the behavior matches what's described in the AutoDS Help Center articles. The documentation explains how features should function, what to expect during different processes, and which configurations are required for proper operation.
If the actual behavior differs significantly from what's documented, this may indicate a bug or misconfiguration that needs attention.
Clearing cookies and cache
Clearing your browser's cookies and cache is an effective troubleshooting step when experiencing login problems, loading issues, or unexpected behavior on the AutoDS platform. However, this should be used as a last resort after trying the other troubleshooting steps mentioned above.
Understanding what cookies and cache do helps you recognize when clearing them might solve your problem:
Cookies: Small files websites save to remember your preferences and login details.
Cache: Stores website content like images or scripts to load faster next time.
Over time, stored cookies and cache can become outdated or corrupted, leading to login failures, pages not loading correctly, or buttons and features not responding. Clearing them resets your browser and forces it to load fresh data from the AutoDS platform.
Benefits of clearing cookies and cache:
Fixes login and dashboard issues.
Ensures your browser loads the latest AutoDS content.
Improves speed and performance.
Eliminates conflicts from outdated or corrupted stored files.
Tip: Only clear cookies and cache if you're experiencing unusual behavior or display issues on the platform. In most cases, this step isn't necessary and should be used as a last resort after trying other solutions.
Important: Before clearing, make sure you remember your login credentials. You may be logged out of websites, including AutoDS.
Clear cookies and cache in Google Chrome
To clear cookies and cache in Google Chrome:
Click the three dots in the top-right corner of your Chrome browser and select History.
Click on the 3rd option: Delete browsing data.
In the "Delete browsing data" window, select the Time range (e.g., "Last 24 hours" or "All time").
Make sure to check the boxes for Cookies and other site data and Cached images and files.
Click Delete data.
For a visual guide, you can watch this video tutorial: Clear Cache and Cookies in Google Chrome.
Additional tips:
Consider using the Cookie Remover Chrome extension to quickly remove cookies from the site you're visiting.
Clear cookies and cache in Mozilla Firefox
To clear cookies and cache in Mozilla Firefox:
Click the menu button (three horizontal lines) in the top-right corner of your Firefox browser and then click History.
Select Clear Recent History.
Select Everything on the When menu.
Make sure to check the boxes for Cookies and Site Data and Temporary cached files and pages.
Click Clear.
For a visual guide, you can watch this tutorial: Clear Cache and Cookies in Mozilla Firefox.
Clearing cookies and cache in Safari or Microsoft Edge
The process for clearing cookies and cache in Safari and Microsoft Edge follows similar principles to Mozilla Firefox. Both browsers offer similar options to select time ranges and choose which types of data to clear.
For Safari users:
Open Safari and click Safari in the top menu bar.
Select Preferences from the dropdown menu.
Navigate to the Privacy tab.
Click Manage Website Data.
Select the websites you want to remove or click Remove All to clear all stored files.
Click Done to confirm.
For Microsoft Edge users:
Click the three dots in the top-right corner of your Edge browser.
Select Settings from the menu.
Click Privacy, search, and services in the left sidebar.
Under the "Clear browsing data" section, click Choose what to clear.
Select the Time range (e.g., "Last 24 hours" or "All time").
Make sure to check the boxes for Cookies and other site data and Cached images and files.
Click Clear now.
After clearing cookies and cache
After successfully clearing your browser's cookies and cache, follow these steps to ensure everything works properly:
Restart your browser completely by closing all windows and reopening it.
Log back into the AutoDS platform using your credentials.
Reload any tabs that were open before clearing the data.
If issues persist, try opening the AutoDS platform in incognito or private mode to rule out extension conflicts.
Troubleshooting common platform errors and issues
Many issues that appear to be bugs are actually common setup, configuration, or synchronization errors that can be resolved quickly. Understanding these frequent problems and their solutions can save you time and help you maintain smooth operations for your dropshipping business.
Below are the most common errors and their corresponding solutions:
Issue | Explanation | Solution |
Missing data or wrong behavior in your selling channel: Product not showing, status mismatch, or incorrect data display in your selling channel (e.g., Shopify, eBay, Amazon, TikTok Shop). | Misconfiguration in the selling channel or AutoDS integration. | Double-check your setup using the AutoDS Help Center articles related to your specific selling channel or refer to your selling channel's documentation to ensure proper configuration.
Click here to learn more about AutoDS-supported selling channels. |
Product exists in your store but not in AutoDS: You can see the product in your selling channel, but it doesn't appear in the AutoDS platform. | Sync issue between your store and the AutoDS platform. | To resolve this, navigate to your Store Settings within AutoDS and renew your authentication token, then trigger a manual resync of your store inventory. Note that this solution is applicable for most selling channels but does not apply to Facebook Shops, which use a different synchronization method. |
"Product does not exist on the supplier website" error: The AutoDS platform cannot find or import the product from the supplier's website. |
| To resolve this, use a clean, shortened URL format such as https://www.aliexpress.com/item/1005003020008422.html, verify that the product is not a customized variant, and ensure your ship-to country settings match between the supplier site and AutoDS. |
"Something went wrong" or page not loading properly: You see an error message like "Something went wrong" or "Our servers needed a break," or pages are not loading correctly. | Temporary platform overload or background system update. | Wait at least 10 to 20 minutes before trying again, as the issue often resolves automatically. Additionally, try opening AutoDS in an incognito window, switch to a different device or internet connection, or, as a last resort, clear your browser's cookies and cache.
If the issue continues after trying all these steps, contact AutoDS support for assistance. |
Examples of potential bugs
Some common examples of behavior that might indicate bugs on the AutoDS platform include:
Order status issues: Orders are not moving to the correct status as expected. Click here to learn more about the order status overview.
Tracking number problems: Tracking numbers are not updating as expected in your orders. Click here to learn more about tracking number updates.
Import failures: Product imports are failing repeatedly despite using valid links and following proper procedures.
Automation failures: Features like Auto-Order or price monitoring are not functioning as documented.
Data display errors: Information is missing, incorrectly displayed, or inconsistent across different pages.
If you encounter behavior that matches these examples or differs significantly from the documented functionality, it may warrant reporting to the AutoDS support team for investigation.
What to do if you encounter a bug
When you suspect you've encountered a bug, taking the right steps ensures the AutoDS team can investigate and resolve it efficiently.
Reporting a bug
If you suspect you've encountered a bug after completing the troubleshooting steps outlined earlier in this article, follow this reporting process to help the AutoDS team investigate and resolve the issue quickly:
Take a screenshot or record a video showing the unexpected behavior or error message you're experiencing.
Copy the complete URL of the page where the issue occurred.
Note the timestamp when the problem happened.
Gather any relevant identifiers such as order IDs, product IDs, or store names affected by the issue.
Contact the AutoDS support team with all the information you've gathered.
Important: The more information you provide, the faster the team can confirm and resolve the issue. Include details about what you were trying to do, what you expected to happen, and what actually happened instead.
Click here to learn more about how to contact AutoDS support.
How AutoDS handles bugs and issues
Bugs are never "normal," but they are a sign that the platform is evolving and growing. At AutoDS, the team works every day to minimize bugs, respond quickly to reports, and communicate clearly throughout the resolution process.
This commitment to transparency and rapid response helps maintain trust and ensures users can continue operating their dropshipping businesses with minimal disruption.
Understanding how the AutoDS team evaluates, prioritizes, and resolves bugs helps set appropriate expectations for the resolution process.
Bug investigation and escalation process
When a bug is reported, the AutoDS Support Team investigates the issue thoroughly and escalates it to the relevant Product or Engineering Team. This structured approach ensures that technical issues receive appropriate attention from the teams best equipped to resolve them.
The investigation process involves reproducing the issue, gathering additional information if needed, and determining whether the behavior is indeed a bug or a configuration issue that can be resolved through support guidance.
How bugs are evaluated and prioritized
The AutoDS team evaluates and prioritizes bug fixes based on several critical factors:
Number of users affected: Bugs impacting many users receive higher priority to minimize widespread disruption.
Severity: Issues that break core workflows or prevent essential features from functioning receive immediate attention.
Priority assignment: Each bug is logged internally and assigned a priority level based on the factors above.
Each bug varies in complexity, dependencies, and impact. While the goal is always to catch issues before they reach users, if something slips through, the AutoDS team is fully committed to investigating it thoroughly and resolving it as quickly as possible.
Bug status and communication
The AutoDS support team keeps you updated as the bug progresses through investigation and resolution, and will notify you once it's fixed. If you've already reported the issue, there's no need to follow up repeatedly since the team will reach out as soon as there are relevant updates.
Tip: If it's a known or widespread bug affecting multiple users, you can check the AutoDS Status Page to stay informed about ongoing issues and their resolution status.
Frequently asked questions (FAQ)
What is the difference between a bug and a configuration error?
What is the difference between a bug and a configuration error?
A bug is an unexpected behavior or error in the AutoDS platform itself that causes features to malfunction regardless of user settings, affecting multiple users under similar conditions. A configuration error, by contrast, occurs when features don't work correctly due to incorrect settings, authentication issues, or improper setup in either AutoDS or your selling channel. Configuration errors can typically be resolved by adjusting settings, while bugs require fixes from the AutoDS development team.
Why does AutoDS recommend trying incognito mode before clearing cookies and cache?
Why does AutoDS recommend trying incognito mode before clearing cookies and cache?
Opening AutoDS in incognito or private browsing mode provides a quick way to test whether cookies, cache, or browser extensions are causing issues without going through the full clearing process. Incognito mode starts with a clean slate, loading websites without stored data or active extensions. If AutoDS works correctly in incognito mode but fails in regular browsing mode, you've confirmed that clearing cookies and cache will likely resolve the problem.
Can browser extensions cause issues that look like bugs?
Can browser extensions cause issues that look like bugs?
Browser extensions can interfere with AutoDS functionality and create behavior that resembles platform bugs. Extensions that block scripts, modify page content, or interfere with cookies can prevent features from working correctly. If you suspect an extension conflict, try accessing AutoDS in an incognito or private browsing window where extensions are typically disabled, or temporarily disable extensions one by one to identify the problematic one.
Will clearing cookies and cache log me out of websites?
Will clearing cookies and cache log me out of websites?
Clearing cookies will log you out of AutoDS and other websites where you're currently signed in. Make sure you know your login credentials before proceeding with the clearing process, as you'll need to sign back in to access the platform.
Is clearing cache safe for my browser and data?
Is clearing cache safe for my browser and data?
Clearing cache is completely safe. The process only removes temporary stored files that your browser can automatically redownload when you visit websites again. Clearing cache does not delete bookmarks, saved passwords (if stored in your browser's password manager), or any personal data beyond temporary website files and session information.
How often should I clear cookies and cache on my browser?
How often should I clear cookies and cache on my browser?
For optimal AutoDS performance, consider clearing cookies and cache every few weeks as preventive maintenance, or immediately when you experience unexpected behavior on the platform such as loading issues, login problems, or features not responding correctly. However, this step is only necessary when troubleshooting specific issues rather than as routine maintenance.
What should I do if clearing cookies and cache doesn't resolve my issue?
What should I do if clearing cookies and cache doesn't resolve my issue?
If clearing cookies and cache doesn't resolve persistent issues, try these additional troubleshooting steps: access AutoDS using a different browser to rule out browser-specific problems, test on a different device to eliminate local system issues, verify your internet connection stability, check if the issue occurs on different networks, and finally contact the AutoDS support team with detailed information about the problem and all troubleshooting steps you've already attempted.
Should I report an issue if I think it might already be known?
Should I report an issue if I think it might already be known?
You should report issues even if you suspect they might be known bugs. Your report provides valuable additional data points about affected users, specific scenarios where the bug occurs, and impact severity. If the bug is already known and widespread, the support team will inform you and direct you to the Status Page for updates rather than processing a duplicate report.
How long does it typically take for AutoDS to fix a reported bug?
How long does it typically take for AutoDS to fix a reported bug?
Bug resolution timelines vary significantly based on several factors including the number of users affected, the severity of the issue, technical complexity, and whether the bug requires changes to third-party integrations.
Critical bugs affecting core workflows or large numbers of users are prioritized for immediate resolution, while minor cosmetic issues or edge-case scenarios may take longer to address. The support team will keep you informed throughout the process with status updates.
Does AutoDS test features before releasing them to prevent bugs?
Does AutoDS test features before releasing them to prevent bugs?
AutoDS conducts rigorous testing before releasing new features and updates to the platform. However, despite comprehensive quality assurance processes, some bugs can still occur due to the complexity of integrating with multiple selling channels, the variety of user configurations and workflows, unexpected interactions with third-party services, and the challenge of predicting every possible use case scenario.
The testing process significantly reduces bugs, but complete elimination is impossible in complex software platforms.